Will Explore include actual ticket comments?
Nicht geplantOur reports need to include ticket comments, at the very least the first ticket comment submitted by the customer. Will Explore include actual ticket comments?
If a customer is submitting a complaint about an airport terminal, our management team wants to review the the comments to see what needs to be addressed. Comments must be included in our reports.
Insights did not have this option. Was this fixed in Explore?
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+1
When will this be available?
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We used to be able to build reports and pull comments in Salesforce with the new updates to Salesforce/ZD we are no longer able to do this and pushed into using Explore. But the above is the most basic and required functionality we need in these reports.
Is pulling comments in the works or is there any way we can at least get back the Salesforce reporting?
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I agree, this is a necessity! While I understand it is overwhelming magnitude of data that needs to be parsed, these reports, as they currently function, are really only useful for "number" metrics and nothing else, such as the needs of "Voice of Customer". Please consider this as an addition to your product roadmap in the very near future.
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As with everyone else in the comments, I agree that this really needs to be implemented. It would give us significantly more options for reporting.
From what users are saying to how agents are responding, comment details could provide a great deal of insight. -
If you will providie us ticket options then our team can fix the issues raised by clients as it will be alternatives too.
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Can someone provide a timeline on this? Having access to comments allows for more meaningful reporting - especially if you can pull a report on specific comments - such as all that use a particular macro. Please advise.
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+1 could anybody from the Explore Team please give an update about this?
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Any idea when this will be available?
We have a integration (Smartling) which adds a tag to tickets using a google api to work out the end-user's language, thing is the first line of follow up tickets is hardcoded & in english, so the tickets regardless of language get a english language tag added, I need to find a way to see how many follow up tickets were actually in a language other than english.
But I can't currently find this information out with a query.
Leon
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+1 !!!
Please, Can someone provide a timeline on this?
It is clear that thisis a needed feature!!!!
Or, please, answer to all the people here that Zendesk is NOT INTERESTED to develop such feature.
Thakn you
Giovanni
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Definitely voting for this!
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Having comments or first request text is absolutely crucial to reporting - both internally and externally. We just migrated to Zendesk a few months ago and this is already going to cause huge hurdles in reporting.
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As Zendesk doesn't allow public reporting on the community we get a number of requestes from customers asking for reports showing the last public comment. Today, we are having to export the report to Excel and then look in each ticket for the last comment, cut and past. Not bad when a customer has 5 issue but trying doing it weekly for 50 cases - not a lot of fun
I have worked with numerous other packages in the past and they all offer this
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To make matters worse there are so many old threads on this that no longer work, dynamic content, placeholders, etc.
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This is a big pain point for me. I am commonly asked for a list of comments from certain ticket types from my superiors. I'm currently working on a list of over 6000 that has to have comments copy/pasted 1 by 1. The ability to include comments in Explore reports would be a massive relief. At the very least, the ability pull the first comment from the end-user/customer.
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Currently, I am having the analysts put the latest update in a custom field. However, this is time consuming and there is a lot of room for human erro
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Our business needs to see a detailed report of comments sent by an agent. The inability to do this is surprising and creates challenges for us.
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Big +1 to this feature.
The feature would allow us to share customer comments with partners in automated way via dashboard scheduling. Unfortunately, currently we have to do that manually
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Really need to have this feature - not understanding why this would not be available for us to use if we want/need to.
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Adding another +1 to the pile. Having the first comment would help greatly.
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+1 on this, any status?
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+1
We would also like to see the ability to generate reports with public comments (as well as all other comments).
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If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings. As we get the data from the API we can include ticket notes aswel.
Here’s an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.
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I too am interested in this issue. Please any news?
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+1
When will this be available?
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+1
This would allow us to built custom attributes to filter for specific keywords with far more accuracy than using this for the Header alone.
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Bumping this. Can it really be June 2023 and ticket comments, or even just the 'Latest Comment' as a field still can't be viewed in reports?
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Such a feature is easily available from many different ZD competitors and one of the main reasons why we were reluctant to sign on with ZD at first.
Our exec and product teams sometimes request a report that would be easily generated by such features to understand what our customers are saying to us. In 2023, it's remarkable that we're still having to pull such reports by hand.
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Hi there, thank you for taking the time to provide us with this feedback. This feature is not currently on our roadmap for the foreseeable future. Based on the comments here, we have all the feedback we require should we decide to pick this back up. Thank you again for taking the time to share your thoughts with us!
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